Edit This Favorite

Name:

Category:

Share:

YesNo, Keep Private

Expanding Your Horizons

Anyone who works in a 9-1-1 center knows that each day brings new challenges. From handling types of calls that require a specific knowledge base, to dealing with coworkers, to building skill sets and working towards career advancement, all team members in the PSAP have a lot on their plates.

The Expanding Your Horizons course suite focuses on a number of the major PSAP-centric issues impacting public safety professionals nationwide – be they the telecommunicators on the floor, the communications center directors, or anyone in between. If you are looking to hone your skills, increase your awareness, or take your talents to the next level, these are the classes for you.

NENA Courses - Expanding Your Horizons

The Expanding Your Horizons course suite focuses on a number of the major PSAP-centric issues impacting public safety professionals nationwide – be they the telecommunicators on the floor, the communications center directors, or anyone in between. If you are looking to hone your skills, increase your awareness, or take your talents to the next level, these are the classes for you.

In an industry where technology is changing rapidly, it is vital that we ensure our staff understand the change and have the tools they need to make the change effective. Although the technology is the first thing everyone is talking about, managing the people through the change is a vital part of any successful implementation. The first part of this course will give you some basic strategies for dealing with change and the second part of the course will teach you how to effectively and successfully manage change in your program, department, or agency/company.

In the world of emergency services, the term customer service takes on a completely new meaning. This course will begin by identifying the customer base for a 9-1-1 center. This is a broad spectrum that includes those calling 9-1-1 to report an emergency, those that we send out in response to a request for help, and everyone in between. Once our customers have been identified, we will examine the interaction that takes place on each level and the positive or negative impact resulting from the quality of customer service provided.

This course stands out from other customer service courses in that it does not teach you merely to be polite and compliant. The course objective is to assist you in learning to provide the appropriate level of customer service in the most professional manner possible.

Do you find yourself spending more time dealing with coworker interpersonal issues than doing your actual job? We all know that the PSAP is a stressful environment. Long shifts, work overload, crisis calls, and thankless members of the public can test even the most patient worker’s mettle. While we can’t change any of that, there are ways to reduce the headaches brought on by uncivil, difficult, or bullying peer-to-peer interactions.

Does the sign on your communications center door read, “Enter at your own risk?” Are negative attitudes poisoning the relationships in your center and affecting overall performance? You have the power to help turn things around, improve morale, and create a healthy and happy work environment! The ALIVE Principle will give you the tools to fight negativity in your PSAP and in your personal life.

Supervisory Development: A Guide to Moving Ahead in Your Career: It is a common misconception that in order to be a good manager you need only operational and supervisory experience. While these are assets, there is a great deal more involved in running a PSAP. Public safety communications is a career, and we need new leaders and supervisors in our field. This course helps motivated telecommunicators and first line supervisors understand what opportunities are available to them, and what they should do to prepare themselves for promotional opportunities. Based on the experiences of those who have risen through the ranks, attendees will hear about such diverse and critical topics as management styles, elements necessary for successful PSAP management, and planning and goal setting.